Yesterday we've released TargetProcess v.2.13. The release is fully dedicated to Help Desk improvements.
In short, we've improved Help Desk user experience and made some actions easier. Some usage patterns:
|Check for unprocessed requests||Navigate to requests list, sort by date. Then sort by last comment date. Filter out ideas to see just issues and questions.||Navigate to Issues Queue|
|Reply to typical request||Find similar request using search, navigate to it, find appropriate comment, copy this comment and add to the new request.||Click Attach Solution, select required solution.|
|Maintain conversation||Open request, try to find latest comment in the messy comments thread, edit comments to remove bad formatting and redundant information||Open request and read clean comments thread.|